User Experience

26.7.2016„My package, which was supposed to be sent to United States, was actually sent to Austria, as country as final destination. I tried to track it\'s location but the trail ends in Austria..the package seems to have vanished. Customer service here was no help, so I had to start an investigation with Deutsche Post. It\'s really unbelievable.."Stephen

Answer:
Dear Stephen,
Your package has been mistakenly sent by Deutsche Post to Austria, however the shipment has been claimed and forwarded the same day to the USA from Austria. The shipment is already in the USA: usps.com. Your shipment was delayed by one working day. I apologize to you. You may arrange redelivery by using the Schedule a Redelivery feature on this page or calling 800-ASK-USPS, or may pick up the item at the Post Office indicated on the notice. If this item is unclaimed by August 9, 2016 then it will be returned to sender.
Sincerely, Ondrej Krabs, Mailboxde.com GmbH

25.7.2016„Do you also send to Namibia? If so can you add the destination of Namibia in your country list."Dirk T

Answer:
Dear Edmond,
I apologize to you, unfortunately we can not change the item description in this case in your confirmed order. Thank you for your understanding.
Sincerely, Ondrej Krabs, Mailboxde.com GmbH

Answer:
Dear Fernandes Pedro,
Your special request will be processed within 1 working day. You will see the button "Continue" later.
Sincerely, Ondrej Krabs, Mailboxde.com GmbH

16.7.2016„Can you provide Customs Stamp Proof of Export when sending out of EU? I would like to use this proof to claim VAT refund from my merchant."Don

15.7.2016„using the service for quite a while
A+++++ service, I can only recommend it
done a lot of shipments, both receiving and sending and never any problems
keep up to good work guys"Leonardo D.

12.7.2016„I do not get any reply from you... what do you want to do??? keep my parcel blocked for ever???
WTF?? you dont want me to pay I dont understand???"Ronit

Answer:
Dear Ronit, Your paypal account has been used for more customers in our system. It is against our rules. Use bank transfer, please.
Thank you for your understanding.
Sincerely, Ondrej Krabs, Mailboxde.com GmbH

12.7.2016„Ok,but I can not pay with my Paypal now?
I can\'t do bank transfer... whats now??"Ronit

Answer:
Dear Ronit,
If you are not able to add your money to your paypal account, you can use another exchange provider or bank transfer.
You can try fxcompared.com.
If you are looking for PayPal customer support, the number is 073-713-7777.
Sincerely, Ondrej Krabs, Mailboxde.com GmbH

11.7.2016„Just paid 16.73 EURO for shipping and somehow my shipment got cancelled for no reason and got credit of -40.32 EURO. WTF?!
Did not got back my 16.73 EURO!
"Ronit

Answer:
Dear Ronit,
One of your shipments has been lost during transport and delivered few days later. The indemnification from your PayPal account has not been sent back. This is why the account is in the red, and we are waiting for payment of the debt. Thank you for your understanding. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

1.7.2016„I\'ve followed instructions I have received via email upon registering here, offered from Amazon DE to Russia; received my shipment within 2 weeks! Nice."Alex Mark, Moscow

26.6.2016„Is it compulsory to always write mailboxde.com to my address before shopping or i can just write my name address and my id number?"augusta

Answer:
Hello,
Yes, it is compulsory to write our company name Mailboxde.com GmbH (or c/o Mailboxde.com GmbH) in the address. Thank you for your understanding. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

25.6.2016„Little bit pricey services and system is a bit confusing to me. Very good costumer service, quick response. Quick dispatch, fast delivery!!! What can i say...Great!"Brano - Montenegro

10.6.2016„First time using your service. Items were sent immediately and arrived quickly. One very satisfied customer!!"Robert K.

19.5.2016„Hello, i would like to know about the tracking number of my shipments\" any advice?
Kind regards"Enrique Acevedo

Answer:
Dear Enrique,
Please, could you clarify me, what tracking numbers do you mean? Do you mean the tracking numbers of the sent shipments? Sincerely, Martina, Mailboxde.com GmbH

9.5.2016„I spent a year with another forwarding company which was not a good experience. Every question was interpreted as a critism. I changed to Mailboxde and am about to receive my 20th parcel. Not an error not a problem, a lot of help and very large choice of reasonably priced carriers. Very happy customer"Dave Gabbitas

2.5.2016„This is my first delivery using Mailboxde.com. The shipping prices are very reasonable and the package arrived fast!
I am very happy with the experience, and now this is my preferable way of ordering from abroad.
Perhaps because English is not my first language, I had a difficult time understanding the package consolidation issue at first (I didn\'t realize that it meant combining the packages), so if you could add a more simple explanation and such that it could be seen right away, that would be nice.
Thank you Mailboxde!"Yulia, Israel

16.4.2016„Your VAT number DE281224359 is not valid. Why?"Miko

Answer:
Dear Miko, Our VAT number has been changed together with the legal form in January 2015. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

11.4.2016„I have been using Mailboxde.com for a while now. From the start, the system was a bit confusing for me (probably due to webpage layout) but all information is actually clearly visible and once you figure out what is where, and it works like a charm. I like the fact that all costs are clearly stated so you know what to expect and you will be paying for, with no surprises. UPS service works great too, from Mailboxde in Germany to Croatia - during the week - it arrives in 4 days. I mostly consolidated my shipments and it’s all fine, there’s a big save on shipping costs that way.
Customer service is brilliant, as even to my dumbest questions I always got a prompt reply and quickly solved any issues. Very friendly support team. I hope it stays this way, thanks!"Alex, Croatia

21.3.2016„Waited nearly 3 weeks for my order and still nowhere in sight. No updates from Deutsche post and mailboxde have not given me a reply (told me it is normal when I first enquire). It\'s more than 10 business day, it\'s not normal at all. Please investigate"tak

Answer:
Dear Sir, We will start the claim today. I strongly apologize to you for the delay. I believe that the package will still be delivered, however the complaint will be started. Sincerely, Lucie, Mailboxde.com GmbH

17.3.2016„This was our first delivery from Germany via Mailboxde.com, and it worked like a charm! The only concern was due to the lack of information: We were\'nt sure whether Mailboxde.com is authorized to receive and sign our parcel from the carrier (DHL), but this concern was completely unnecessary.
We took UPS Standard shipping from Mailboxde.com to our destination address. UPS delivered our goods from Germany to Finland in just 3 workdays, but the final phases of logistics in Finland took 4 workdays, because UPS decided to use our national mailing company as a sub-contractor instead of delivering the parcel by itself. Probably this is normal with \"Standard\" shipping methods."€bot

14.3.2016„Hi, delivery status for my package is \'\'UNDELIVERABLE\'\'- WHY? i was send an email to you immediately but nobody answer..."Mirjana

Answer:
Dear Mirjana, Unfortunately we can not receive shipments from outside the EU. Thank you for your understanding. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

19.2.2016„Hi, I got an email that my package arrived but with a wrong size and very unreasonable weight. Could you please remeasure the package? Shipment 22321738, Box: 46508."Yuriy

Answer:
Dear Yuriy,
I have remeasured your package and dimensions incl. weight are correct.
We can repack your shipment for 4,00 EUR, if you wish. Do no hesitate to contact us. Sincerely, Jan, Mailboxde.com GmbH

19.2.2016„Hi,can you advice me which is better and faster dautche post or standart UPS?
But UPS doesn\'t have insurance before 500 euros.please advice me which will be better to mark to be delivered on time "Ani

8.2.2016„I ordered a designer sweater from mythersea.com this mail service is good, I got my sweater here in the United States within two weeks. Thanks mailboxde "Lisa

5.2.2016„All went smooth until my package was handed to DHL Paket for delivery to Hungary.
After 1week going rounds in Germany, the package was suddenly back at mailboxde warehouse due to mistake by DHL(or mailboxde).
I had to trace it and ask by myself mailboxde if they received back the shipment ,got their confirmation, and 2 days now I have been trying to contact support to resend the package without any reply back.
Started good but turns to disappointment!!!
"a.h

Answer:
Dear Mr. Heracleous, I am sorry about your dissapointment about the returned shipment. The problem was that the shipping label has been damaged while transporting and the Deutsche Post could not recognize the address. We will send it again on our own cost. Sincerely, Martina, Mailboxde.com GmbH

4.2.2016„I want an answer where the hell is my order 22310914
I have been waiting more than 3 weeks!!!
"Talor

Answer:
Dear Talor, Thank you for your feedback. Our fee for processing was refunded. The Transit Time for Czech Post to Israel was updated (Transit time can take 5 - 40 working days) for all customers and their shipments outside the EU now. We have started the claim, however we are waiting for the result (usually 4 - 8 weeks according to the rules of Universal Postal Union).
The insurance amount will be paid by us if the complaint will be not resolved in February. I apologize to you for the waiting. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

1.2.2016„I had a good 1st experience with Mailboxde. They posted my item on the same day they received it! However I don\'t recommend using Czech Post, it took 2 weeks from Czech Republic to Spain. Then because it was Xmas and spanish post (correos) is a disaster, it took another 2 weeks to receive it at home."JC

29.1.2016„Hi, Ondrej, this is just a heads-up concerning the e-mail I send to your support staff a couple of days ago concerning an issue with my last shipment (which I\'m sure will be sorted out considering my positive experience with you in the past). Many thanks. "Sebastian

29.1.2016„I have made until now 13 forward shipments on Mailboxde.com to Slovenia. All have been delivered as it was specified in Postage terms. The Consolidation Service by Mailboxde.com is very professional, Economical and they always answer on additional wisher. I just want that Mailboxde.com continue to do so good job. Thank you for now. "Andre, Slovenia

29.1.2016„all my items had arrived in time, the most honest and integrate mail service that i have been using in the last years. honest, integrate, precise, excellent prices and services. RACCOMANDED"alsafadi

26.1.2016„why you keep ignoring my email???
pls answer me asap!"Talor

Answer:
Dear Talor, our experience is visible in the pricelist to your country. The usual transit time is 5 - 7 working days (priority, our experience: 7 - 15 working days, not guaranteed). However we will start a claim.
I apologize to you for the waiting. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

26.1.2016„Please get someone who can speak proper English on your support telephone line. Considering most of your users are international user who speaks ENGLISH as the main language.It is frustrating your support line keeps hanging up on me."Kenneth

Answer:
Dear Kenneth, I'm very sorry, we have not heard your voice when you called this afternoon. Can you send me your e-mail to support@mailboxde.com, please? Sincerely,Ondrej Krabs, Mailboxde.com GmbH

26.1.2016„where is my order 22310914?
I did not received it a while ago...."Talor

Answer:
Dear Talor, our experience is visible in the pricelist to your country. The usual transit time is 5 - 7 working days (priority, our experience: 7 - 15 working days, not guaranteed). However we will start a claim.
I apologize to you for the waiting. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

20.1.2016„Hello, i want to know that do you open my package if i ask to consolidate them.
Thanky you."Chiara H.

19.1.2016„Hello,
I still haven\'t received the item/the item hasn\'t arrived at my country...
Sent by Czech post on 13/01/16
Order 22310914"Talor

Answer:
Dear Talor, our experience is visible in the pricelist to your country. The usual transit time is 5 - 7 working days (priority, our experience: 7 - 15 working days, not guaranteed). However we will start a claim.
I apologize to you for the waiting. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

15.1.2016„Perfect service: reasonable price, reliable processing times, flexible approach. Highly recomended.
Working with this team is fantastic: between
26.11.2015 and 30.12.2015 they received for me more then 20 packages from EU and sent 15 shipments to Montenegro by DHL and Czech Post without any issue.
Great opportunity for shopping in Europe from outside the EU!
Thank you."Igor Tolstonozhenko

14.1.2016„Hello, i want to buy something from a german e-shop who accepts german credit cards only. Is there any service, trasnfering money to make the payment you, instead of me?"Kirlabis

6.1.2016„Dear Ondrej,
I want to congratulate you with your excellent entrepeneurship: very good value for money ! Much better than some other parcel forwarding services which are charging much more money for the same service. The website looks a little bit overcrowded with info and might scare off some people, but soon I found that there is a very customer oriented team working behind it trying to please the customer. My package arrived flawlessly. Keep up the good work !"R. Jansen

2.1.2016„Do you offer this service in other countries?"Talor

24.12.2015„Hi,
I\'ve got a package that was sent by the Czech Post, from October 8th (shipment #22284833). Still didn\'t receive any note about it, and you do not respond to mails for the last 2 weeks. That\'s really not a good way to treat your customers. I\'m still waiting for explanation what is the status of it, and assuming that I will never get the package - what about the insurance and refund for the services?"Omri

Answer:
Dear Omri, Your shipment arrived at the central postal unit in Haifa on 31.12.2015. Due to its size and/or weight it will be forwarded to the Netiv Chen postal unit to be delivered there. We have stopped the cooperation with Czech Post to Israel. I know about this problem and I apologize to you. Our fee was refunded on 17.12.2015. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

14.12.2015„I have sent a couple emails and they never got any reply. This is my shipment 22298901 tracking number 961200077366. The item was shipped out by your company on 1 Dec and left the Deutsche Post facility on 3 Dec. It has been almost 2 weeks and my item still does not show up on my local post tracking website Singpost.com. I was advised by Deutsche Post to contact my seller to conduct an investigation. I need my item urgently for my upcoming holidays. Can you please kindly advise on this matter? Thank you."Charles Lim

Answer:
Dear Mr. Lim, Your shipment has been delivered on 19. 12. 2015. Did you receive this package, please? I apologize to you for the waiting. Sincerely, Ondrej Krabs, Mailboxde.com GmbH

11.12.2015„I want to thank you for the service you provide. Everything worked flawlessly, from the fast responce to the mail I send you, to the delivery of my packege. Keep up the good work, and I will surely use your service again in the future."Vassilios Pilatis

10.12.2015„I see in the comments that I am not the first client having experienced a delay using the Czech Post. I wouldn\'t have minded using a different carrier but I thought that Ceska Posta was reliable since you use it, however it is not at all. It has been 8 working days since they sent the parcel to Spain and it hasn\'t even showed up yet in the spanish post system, which I find unacceptable. A parcel within Europe shouldn\'t take more than a few days or a week maximum.
You shouldn\'t use Czech Post or at least advice that shipping can experience long delays. Lesson learnt. I hope anyway that you do your best to locate my parcel asap."JC

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